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PROGRAMME OVERVIEW

Call / Contact Centre


There are a number of opportunities within the Call / Contact Centre training courses portfolio. Click on each heading to get further details.

| Contact Centre Operator Skills Programme |
| Contact Centre Supervisor Skills Programme |
| Contact Centre Manager Skills Programme |
| Further Education and Training Certificate in Contact Centre Operations |


FURTHER EDUCATION AND TRAINING CERTIFICATE IN CONTACT CENTRE OPERATIONS:
SAQA ID 71489 - NQF LEVEL 4
ETQA: SERVICES SETA

Core Programmes

  1. Computer Clerk Skills Program including one elective + second language.
  2. Customer Service
  3. Business Correspondence level 1
  4. Office Procedures level 1
  5. Call Centre Career Options and Opportunities
  6. Call Centre Equipment & Technology
  7. Call Centre Industry Overview
  8. Call Centre Telephone Sales
  9. Call Centre Telephone Communication Skills
  10. Customer Service; Listening, Responding and Resolving
  11. Call Centre Team Dynamics and Personal Development
  12. Spreadsheets Basic
  13. Introduction to the Internet
  14. Electronic Mail Basic
  15. Business English

Electives (One is compulsory)

  1. Business Verbal Communication
  2. Email Etiquette in Business
  3. Grammar Essentials for Business Writing

NOTE: A SECOND LANGUAGE IS REQUIRED FOR THIS QUALIFICATION.
A MATRIC SECOND LANGUAGE PASS WILL ALLOW CREDIT.

Academy of Learning does not provide tuition for this second language subject/programme. Please contact our helpdesk for further assistance.